Attached.

ER diagram and normalization

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Helpdesk system Automation
System Description
ICT department is crucial in ensuring IT activities in any organization runs smoothly. It is responsible for
acquisition, distribution, and maintenance of IT related resources. It also provides user support and network
support across the hospital. Organizations have automated their services right from acquisition of raw materials
to production of a finished product.
During acquisition of resources the resources acquired are received and recorded for management purposes. They
are then distributed to users upon demand. During distribution details of the resource given, users acquiring to
use the device and as to the location within the organization, the resource is being taken to is recorded. This is in
order to keep track of devices distribution. Once the equipment are distributed, their maintenance is followed up
to ensure each equipment’s condition is known. Faulty devices and other equipment are reported to the ICT
workshop which is responsible for hardware repair and servicing. The details of the device are recorded and status
as on servicing kept whenever the workshop receives a faulty device. Upon completion of servicing or repair the
equipment are returned to their user.
As for user support, the ICT department has a helpdesk where users can report their challenges in their interaction
with IT devices and systems and can receive rapid response to fix their issues. Relevant details on client’s requests
are recorded. Issues reported and resolved per day are then recorded on a spreadsheet for storage.
An ICT network desk provides network support. Issues to do with network layout, switch installation and
configuration, cabling, network troubleshooting, network devices replacement are reported here. Just like the
helpdesk, there is a service desk where a case is reported through a call. Details concerning the user, location, and
issue itself are recorded. An available officer is then sent to the field with a job card to resolve the problem. Once
a fault is resolved it is recorded and the data transferred to a spreadsheet.

DATABASE DESIGN
It involves the design of the data structures and techniques that is be used to store and manage the system's
information and the information of its users. It covers identification of data attributes to be collected, table
design, normalization and implementation of the final schema design.
Un-Normalized Database
SupportTicketing (Ticket_no, P_no, L...